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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. In Genesys Cloud, what action is necessary to finalize a work plan after configuration?
Response:

A) Assign to the Agent Manager
B) Submit for approval
C) Configure Real-Time Adherence
D) Validate and save the work plan

2. Which two actions are essential when setting up a business unit in workforce management?
(Choose two)
Response:

A) Define business hours
B) Configure a management unit
C) Assign a queue for call routing
D) Set activity codes

3. Which feature allows you to partition agents based on the types of interactions they handle?
Response:

A) Workplans
B) Service Goal Groups
C) Management Units
D) Forecast

4. In workforce management, what is a business unit?
Response:

A) A temporary team assigned to special projects
B) The primary organizational entity for managing work plans and schedules
C) A group of departments handling separate tasks
D) An individual employee's work schedule

5. Choose the metrics available in service goal templates.
Response:

A) Abandonment Rate
B) Average Speed of Answer
C) Average Handle Time
D) Offered

Solutions: